FAQ’s – Sunshine Communication Services, Inc.

If you want to make use of Sunshine Communication Services Inc., there are a few FAQ’s that will help you better understand our services. That way you can rest assured that all your needs are taken care of.

General FAQ’s about answering services

What is an answering service?

An answering service is a business that receives and answers telephone calls for its clients.

How do I know if I need an answering service?

If you are missing customer calls or want to appear more professional as a business, you need an answering service.

How should I choose an answering service?

Do research and search the internet for the best and professional answering service that will suit your individual needs.

Why do I need an answering service when I already have an office assistant?

Office assistants may need to take days off or have unforeseen emergencies, leaving your calls unanswered.

Who needs an answering service?

Any type of business or service provider can make use of an answering service.

What is a doctor’s answering service?

A doctor’s answering service is a professional speaking virtual receptionist that knows the medical industry and terminology.

What does a medical answering service do?

A medical answering service works as virtual receptionists for your doctor’s office and takes those calls 24/7 and can set-up appointments with patients and clients.

What are the benefits of using an answering service?

Better customer care, better quality control over calls, and better work-flow.

What is the difference – answering service vs voicemail?

A voicemail is a recorded message that does not assist you with the problem you might have. An answering service offers live assistance and messages to the person the message needs to reach.

What is a virtual answering service?

A virtual answering service is an outsourced answering service that utilizes virtual receptionists.

What is a telephone answering service?

A telephone answering service is a business service that answers its clients’ telephone calls and conveys messages to the clients.

What is an automated answering service?

An automated answering service is a business that answers telephone calls and takes messages automatically for the people and businesses that hire it, a service provider that is employed.

Why use a telephone answering service?

A telephone answering service will help your business grow to its full potential.

What is a specialty answering service?

A specialty answering service is a 24/7 live telephone answering service that combines all business communications with skilled virtual receptionists.

Why should I consider an answering service for my small business?

If you are unable to take calls or do not have the capital to employ a receptionist, you can make use of an answering service.

How can a live answering service help my real estate business?

Since you will be on the road most of the time, you will not be able to answer calls and might miss the call of a potential buyer.

What is the difference between a call center vs answering service?

A telephone answering service serves specific market segments while a call center deals with a large cross-section of relatively large businesses.

Pricing, Contract and Billing FAQs about Sunshine Communication Services Inc.

Answering Service Pricing – How do you charge?

We charge for agent work time.

Are there any hidden charges? (Monthly line fees, paging fees and other fees)

There are no hidden fees.

How often do I receive a bill?

You will receive a monthly bill, either by regular mail or email.

How often will I be billed?

You will be billed every 28 days.

How will I be billed for Overages?

You will be billed per line item on each invoice.

Do you charge extra for holidays, nights, and weekends?

No, there are no hidden fees.

Do you bill by the minute or per call?

We bill per minute.

Can I upgrade or downgrade my phone answering service plan at any time?

Yes, you can upgrade at any time as you please.

Will I be charged for wrong numbers or hoax calls?

No, you will not be charged.

Do I have a contract and set-up fee?

No, there is no contract and set-up fee to be paid.

What type of answering service agreement/contract do you have?

We have a 30-day cancellation notice agreement.

What is your minimum contract period?

Our minimum contract period is monthly for 60 days.

General FAQs about Sunshine Communication Services Inc.

How does the phone answering service work?

We make use of a call forwarding service.

How soon can I start an answering service?

You can start making use of our service after one business day.

If my business has more than one office location, do we have to have a separate account and a separate call forwarding number for each location?

No, you will only have one account for all the locations you have businesses at.

Can I advertise the local/toll free number you assign to my account?

Yes, you may advertise the number we assign to your account.

Can you transfer calls directly to me?

Yes, we can transfer calls directly to you.

Can I change my email address or text number?

Yes, you can change your email address and text number.

Do you offer customized accounts?

Yes, we do offer customized accounts.

Where are you located?

We are located in Coral Gables, Florida, 33134.

Will I need any special equipment or phone service to use your answering services?

No, you do not require specific equipment to make use of our answering services.

Do you offer 24/7 live answering of calls?

Yes, we do offer 24/7 live answering of calls.

Can I forward my existing office line or cell phone line to you?

Yes, you can forward your existing office line or cell phone line to us.

How long have you been in the answering services business?

We have been in the answering services business for 40 years.

Are your answering service operators based in the United States?

Yes, our local office is based in the US.

If I don’t have an actual physical office location, can I still use your service?

Yes, you can still make use of our services if you do not have a physical office location.

Will I receive my own dedicated telephone number?

Yes, you will receive your own dedicated telephone number.

Is your answering service able to comply and work within the specialized rules of privacy and confidentiality in the medical and healthcare fields?

Yes, we are fully licensed and HIPPA complaint.

Can the answering service pronounce my name correctly?

Yes, we will be able to pronounce your name correctly.

What information do you take during the call?

The information we take will be customized to suit your individual needs.

Can I forward my cell phone to your answering service?

Yes, you can forward your cell phone to our answering service.

Can I listen to calls online?

Yes, you can listen to calls online.

Can I get messages when traveling overseas?

Yes, you can get messages when traveling overseas.

Is privacy important to you – will my and my client’s information be protected?

Yes, privacy is very important and your client’s information will always stay protected.

FAQ’s about the quality and training of agents at Sunshine Communication Services Inc.

How are my calls answered?

Your calls will always be answered by a live agent.

Will my callers always be answered by a live operator or will they be put on hold first?

Your callers will always be answered by a live operator.

Are the same agents always going to answer my calls?

Yes, the same agents are always going to answer your calls.

How do I know all my calls will be answered in a timely manner?

You will be given a service level report to view.

Do you record your calls?

Yes, all our calls are recorded.

Will my callers know that you are an answering service?

No, your callers will not know that we are an answering service.

How do you answer my calls?

We answer the call by using the name of your company.

Can I receive both emails and text notifications?

Yes, you receive both emails and text notifications.

How quickly do you answer the phone?

We answer calls at about an average speed of 12-14 seconds.

How will the operator know what to do with the call?

The operator will receive a customized screen pop with all company information and protocols.

How can I be sure that smart, friendly people will answer my calls?

We have been in the business for 40 years and will always provide a professional service.

How do your CSPs know what questions I want to be asked and what information I require from my callers?

You can provide us with a customized script to ensure we capture all the relevant information.

FAQ’s about systems, reports and procedures at Sunshine Communication Services Inc.

How reliable are your systems?

Our systems are extremely reliable.

Can I track my calls?

Yes, you can track your calls.

Can I have a report that shows all of my calls/messages?

Yes, you can have a report that shows all your calls and messages.

How long will it take to receive a message?

You receive messages instantly.

How can I get my messages?

You can get your messages via email, text or fax.

Can we have different instructions and message delivery for different staff members?

Yes, you can have different instructions and messages for different staff members.

How do you handle emergency calls?

We handle emergency calls very easily and efficiently.

Can I test the answering service before signing up?

Yes, you can test the answering service before signing up.

What control do I have over the script?

The script is customized to suit your individual needs.

How often can I make changes to my script?

You can make changes as needed to the script.

Do you have back-up measures in place in case of a hardware or software failure?

Yes, we have backup generators in place in case of software failures.

How do you handle power outages?

We make use of generators when a power failure ensures.

What type of reporting to you provide?

We provide service level reports on a daily, weekly or monthly basis.

FAQ’s about customer support services at Sunshine Communication Services Inc.

Who can I speak to if I need some help with my account/make some changes?

We have a team of dedicated customer service rep individuals that will be able to assist you.

For more information, do not hesitate to give us a call and we will assist you with all your answering service needs!

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Call us for a customized Answering Service Solution, designed based on your requirements.

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